1. When will I get my order?
Usually, it takes 1 to 2 business days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● Singapore: 2 to 5 business days
● USA & Canada: 7 to 14 business days
● Europe: 7 to 14 business days
● Australia: 6 to 10 business days
● International: 10 to 20 business days
[Covid-19] Our fulfillment times for all products may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
Hence, please add an additional 5 to 10 business days for all shipments.
2. How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop me an email at email@example.com
3. What's your return policy?
Sometimes items can be damaged in transit, and while these damages are not the responsibility of Neuhabitat, we would be happy to work with you to remedy the issue to the best of our ability! Please contact us immediately upon receiving a damaged item, with photos of the damaged item, so we can file a claim and proceed quickly with a replacement. We cannot accept exchanges or returns unless the product is damaged or defective. If you have received an incorrect item, please contact us ASAP so we can send out the correct replacement.
4. Can I exchange an item for a different size/color?
At this time, I don't offer exchanges. If you’re unsure which size/color would suit you, check out the photos that are in the listing images — there's one for every item listed on the store where applicable.
5. Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact me at firstname.lastname@example.org with photos of wrong/damaged items and I’ll sort that out for you.
6. Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in my control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
7. My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with me, please help me out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
● If you are living in an apartment, check the riser.
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s or in the riser, get in touch with me at email@example.com with your order number.
If you did find a mistake in your delivery address, I can send you a replacement order, but new production and shipping will be at your own cost.
8. I received a wrong/damaged product, what should I do?
I am so sorry if the product you ordered arrived damaged. To help me resolve this for you quickly, please email me at firstname.lastname@example.org within 7days with photos of the damaged product, your order number, and any other details you may have about your order.
I’ll get back to you with a resolution as soon as possible!
9. Gift wrapping and packaging?
Apologies, but I currently do not provide gift wrapping or packaging services.
10. Wholesale availability?
For wholesale enquiries, you may contact me at email@example.com
Please forward any enquiries on our store policies and legal matters to firstname.lastname@example.org